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Strategy and policy
Reforms and Investments

Optimising processes and services at Bulgaria’s National Employment Agency

Supporting reforms to strengthen labour markets and social protection systems

Funding Programme
Year
  • 2023

Optimising processes and services at Bulgaria’s National Employment Agency

The OECD and the European Commission’s Reform and Investment Task Force (SG REFORM) are providing technical support to assist Bulgaria’s National Employment Agency in enhancing its technological and administrative capabilities across a wide range of areas. The expected outcome is that the NEA builds analytical capacity and optimises processes and services to better serve its clients.

Context 

Bulgaria faces labour market challenges due to an ageing population, labour shortages in some sectors, and the need for inclusive employment opportunities, particularly for marginalised groups. Additionally, the digital and green transitions necessitate upskilling and adapting to changing labour demand. 

The project is connected to a previous SG REFORM project on Activating inactive persons, Bulgaria (2020-2022) - OECD and is aligned with EU policy priorities, including the Green and Digital Transformation agenda and the Recovery and Resilience Facility.

Support delivered

The main activities included reviewing existing processes and services of the NEA through desk research, stakeholder consultations and analysing data; proposing a new NEA operating model and developing an implementation action plan; developing a monitoring and evaluation framework for a new matching platform; carrying out an analysis of NEA’ s needs to support the green transition in the labour market including the examination of the experience of other countries; carrying out an impact evaluation of professional counselling services in close cooperation with NEA staff; organising capacity building and knowledge exchange events (international workshops and a study visit).

Outputs achieved 

  • The diverse outputs of this project strengthened the NEA’s analytical capacity and knowledge and are being used by the NEA as a basis for reforms across multiple areas, supporting its modernisation efforts and optimising processes and services to better serve its clients.
  • The expected impact on the ground involves increasing employment and reducing unemployment in Bulgaria. More specifically, the project aims to optimise processes and services at the National Employment Agency to enhance labour market outcomes, with the ultimate long-term impact being more efficient employment services and improved job opportunities for the population.
  • The National Employment Service (NEA) is facing several significant challenges, including a high caseload, limited financial resources, and an increasingly diverse client base. Additionally, client expectations for the quality and variety of services provided by the agency are rising. These challenges are further complicated by rapid economic and societal transformations such as digital advancement, the green transition, and an aging population. To enhance efficiency and relevance, it is crucial for the NEA to modernize its operations, focusing on capacity building, innovation, and the adoption of new tools and technologies. Gaining a clearer understanding of its strengths and areas for improvement within current operational processes and services is essential. This clarity will help identify effective change strategies with several key objectives. First, the NEA aims to increase internal efficiency through streamlined processes, reducing administrative burdens, and creating a more productive work environment. This, in turn, will contribute to more effective service delivery. Second, the agency seeks to improve accessibility and outcomes for clients. Modernized processes will ensure that the two main client groups—job seekers and employers—receive timely and personalized support that meets their needs. Finally, having well-structured and efficient processes and services will enable the NEA to adapt more readily to emerging challenges. By implementing modernized operations, the NEA can more easily identify areas needing improvement, adopt new technologies, introduce digital services, and respond swiftly and sustainably to the evolving demands of the labour market. Efficient and well-functioning NEA operations will also facilitate collaboration with other stakeholders and help build a strong reputation as a competent public institution.

More about the project

You can read the documents related to the project here: